C1 For one business describe the different methods of oral and written communication used and describe, with examples, how it uses ICT to communicate and operate. Ikea Oral Ikea use the tannoy system in their store in order to communicate with their employees. They use the tannoy to call the employees to meetings and it is also used to gather the employees in the morning for their daily huddle. These huddles are very useful, and appropriate as they are arranged in order to give out information to the employees, as well as to discuss problems from the previous day and to set targets to overcome these problems from occurring again. At these short meetings employees can voice their concerns about any possible problems and set backs in sales and get a feedback from others on how they could cope with these problems and stop them from occurring. A further example of oral communication in Ikea is the usage of mobile phones, which employees use to communicate with other employees and managers at the store. This is a very appropriate method of communication for the reason that it is helpful because it can be used in the case of an emergency or when you need to get hold of a fellow employee to discuss matters. Having a mobile phone is useful because you can get in touch with fellow employees without having to arrange a meeting. Written A written method of communication which
Customer service is providing service and information to customers, before, during and after the purchase of a product.
Customer Service Customer service is providing service and information to customers, before, during and after the purchase of a product. There are two types of customers, internal and external. . An internal customer is someone who works for the company itself, and knows about the products well. When an internal customer calls or we call them to sell a product, it is very easy to handle and understand them. When they have any enquiries, it is easy to talk to them, because they know what they talking about. 2. An external customer is someone who does not know much about the company or the products. We need to provide them a lot of information and inform them about all the features and benefits of purchasing a product. We need to work harder and make them aware of our best products. Furthermore, customers can be inbound or outbound. . When customers call on our inbound line, they have control on what to buy or not. It is easier to sell to them. Also, if they are happy with our service and products, they call us more often and encourage other customers to call us. 2. When we call customers from our outbound line, we advertise our products so we need to be convincing to the customers. It is harder to promote products because sometimes customers are not ready to buy. Next is the concept of USP. Customer service must show Unique Selling Point so that customers use only
Task 3 (E4, C2, A1) Sainsbury's organizational structure Businesses are structured into different into ways according to the way they operate and according to their culture. The structure of business can affect the way it works and performs. You need to understand the differences between the following types of structure: * Tall * Flat * Matrix * Hierarchical Flat and tall structure:- The term 'scalar chain is a rather old fashioned one and stems from the days when large organizations were bureaucratic, with lots of layers between the top and bottom. Scalar chain refers to the number of levels within the structure or hierarchy of an organization. The scalar chain set out the authority, responsibility and the framework that determined superior and subordinate relationships. The idea of setting out everyone's role and position is to make it clear who is responsible for what, and that there is clear line of authority. Matrix structure:- A matrix structure can be used to combine the grouping method we have identified. In such a matrix it is probable that each member of the organization will belong to two or more groups. A matrix is thus a combination of structures, which enables employees to contribute to a mix of activities. The matrix enables the organization to focus upon a number of aims at the same time, and gives it the flexibility to respond to new markets where
Stakeholders in Tesco Stakeholders are the people revolved around the interest in business. There are different types of stakeholders in the business world who all play different parts to society. A stakeholder for Tesco may be someone that has the job of affecting their organisation either in a good way or a bad way. Below are listed main stakeholders in a business. o Workers o Managers o Owners o Customers o Suppliers o Government o Local Community Workers: A worker at Tesco is someone who has a clear interest in the business they are working in. They tend to rely on work for their income, bonuses, discounts, bonuses and holiday pensions. This meaning they either like or do not have to like their job but they are still working because they need it to live by. Although they are helping Tesco by a significant amount they may take this as a chance of security for their futures and also a chance of meeting new people. Workers at Tesco maintain a big job at hands, as they have to show customers the respect and the idea of customers coming by again. Managers: You may feel that managers have a different type of job to workers as they do different things to workers but in actual fact they too work to live by on. The decisions of the manager has a great affection on Tesco, it can either result good or bad. Some decisions managers have to take in are: o Hiring new Staff
"M1: Explain how oral communication can be used in business situation" There are number of different ways used to communicate orally in businesses such as by telephone, video conference, voicemail, face to face conversation, interview, presentation, group discussion etc. Business communication is very important because it shows how people interact within the business and communication should be clear so that information is understood. I am now going to chose four oral communication methods and I will give examples in a detail of each method of oral communication which can be used in businesses. * Face- Face communication: Face to face is the best and easiest method to use to communicate with other people. This is because the person can make clear point across to the listener and if they do not understand then they can use the speaker's facial expressions and body language to help them understand, what the person is trying to say. In businesses the best way is to communicate in private without any distractions or disturbances. This is the reason why most of the businesses schedule all their interviews in advance and leave instructions not to be interrupted during interviews. For this communication the person must have strong listening skills and speaking skills. The advantage of this communication is that it is an easy method of confirming something, giving out
In this task I need to create a table, in the table i need to show the different job roles and what their functions are within the business. The business that i am going to link my table to will be ASDA. Job Roles Responsibilities Directors The responsibilites of the directors is looking after shareholders' intrests. The director of ASDA has the responsibility for ensuring the success of ASDA in such areas like health and safety, employment law, for example is ASDA complying with the minimum wage act. A director needs to avoid conflics of intrest. Managers The responsibitlies of a manager is to motivate staff, setting targets and recuting and dismissing staff, allocating work, communicating planning and desicion making, problem solving. A manager in ASDA will supervise and manage the overall performance of the staff in the whole department, they also report recommendations and develop stratigies on how to improve to improve on the quality of service and the quantity of sales. The managers are involved with employing staff to work for them they are also involoved in the career development. They are responsible for the growth and increase of finances and earning that ASDA make. Supervisors/Team Leaders Managing operatives. Motivating their staff and allocating tasks. The supervisors/Team leaders in ASDA will create the rotas for staff to work this will need to be
Location of Tesco Location is a key factor for every business including Tesco and many aspects of a location must be analysed before it can be chosen. This includes the competition in the area, the reputation and the population of the area. Finding an ideal location is a decision that requires a lot of reconsideration and investigation particularly as Tesco is such a huge company with such big stores. Firstly all Tesco stores require a large area for the stores, as they will be accommodating such a huge variety of products. Secondly they will need a huge car park space for their customers, as the store can have hundreds of customers at any given time as well as providing disabled parking and family car parks. They also require a substantial area for a warehouse to stock their goods as well as loading bays where they receive their deliveries of stock. Some Tesco stores are situated in town centres however this is only if they are able to find such amounts of land they normally tend to locate in other places where they are able to build bigger stores. However building stores in town centres also means high interest rates so Tesco must be wary of this. I will discuss the location of my local Tesco store in Slough. Tesco found a big area of land available in the town centre of Slough and through Market Research and Investigation they were able to conclude that Slough is a
Tesco is the most successful supermarket chain in UK because of its well-known good services and product quality. To maintain this loyalty, they go greater lengths to improve and sustain quality.
BUSSINESS AT WORK COURSEWORK E Tesco is the most successful supermarket chain in UK because of its well-known good services and product quality. To maintain this loyalty, they go greater lengths to improve and sustain quality. Tesco define quality assurance and quality control as an ongoing approach to providing 100% customer satisfaction by providing error free, waste free and accident free products and services. To establish this quality process, each functions management staff attends meetings every day on total quality management and on leadership of quality between functions to achieve objectives. Within the company, a quality improvement team meets weekly to lead and monitor the quality process. The organisation as a whole has principles that it operates on to ensure quality mainly: - * A must to meet customer requirements and satisfaction all the time * Prevention of defects and errors of any kind * Measurements to verify the processes are meeting requirements as intended Improving quality in products is done in many ways. Starting with products produced by Tesco itself to meet their customer needs, products are inspected and tested at various points during production. Staff are highly trained to maintain quality and also keep personal hygiene so that they don't contaminate the products with germs. The products also have expiry dates which also monitored so
A good relationship between staff and management is one in which each party respects and trusts one another, communicates with and understands one another and understands clearly what is expected of each other. Each party must make a fair contribution towards satisfying the interests of the other party. Demands placed on each other must be reasonable. Compromise and co-operation both play important roles in safeguarding the interests of the business while also satisfying the conflicting interests of it's workforce. It is imperative to build and maintain healthy staff/management relations for the following reasons. Good relations help to prevent disputes and if conflict does arise it can be better resolved between staff and management who have already developed a good working relationship which helps to ensure as little disruption to normal operations as possible. Good staff/management relations lead to high morale amongst a workforce. A happy workforce is a more productive one. The employer will also find it easier to retain its employees. Poor relations can lead to an unhappy workforce and dissatisfied management which is likely to result in reduced productivity and the overall failure of the business. The interests of a company and the interests of it's workforce are often in conflict with each other. A number of practices must be in place in order to simultaneously
What motivational strategies does Sainsbury's use with its employees to maximise their overall performance?
Business Studies and Economics Coursework By Sarah Hussain 12CH What motivational strategies does Sainsbury's use with its employees to maximise their overall performance? Introduction Sainsbury is a Private Limited Company. It is a leading UK and US food retailer with interests in financial services and property. The group compromises Sainsbury's Supermarkets and Sainsbury Bank in the UK and Shaw's Supermarkets in the US. The Group employed 172,90 people at the end of the year The Groups objective is to meet its customers' needs effectively and thereby provide shareholders with good, sustainable financial returns. It aims to ensure all colleagues have opportunities to develop their abilities and are well rewarded for their contribution to the success of the business. It also aims to fulfil its responsibilities to the communities and environments in which it operates. In order to be a productively successful company Sainsbury's has to make sure that their staff are motivated. If their staff feels motivated in the work practice then the employers can expect a higher output per head. This will explained further later on. I have chosen to analyse the motivation techniques of the managers at J Sainsbury plc. I want to find out how they aim to motivate their staff and if they are aware of Maslow's hierarchy of needs and if they implement them in the workplace. In order to